ECS is seeking an IT Service Desk Specialist - Level II to work in our Falls Church, VAoffice. Please Note: This position is contingent upon contract award. We are currently seeking a highly capable and experienced IT Service Desk Specialist - Level II to join our team in the National Capital Region to provide exceptional support for office automation and IT services across locations. As an IT Service Desk Specialist, you will manage incident handling, provide deskside support, and ensure effective communication with the DHA Global Service Center (GSC). This role requires strong problem-solving skills, technical expertise, and the ability to maintain IT systems and processes efficiently. Responsibilities:
- Utilize the Government's incident management system (currently MHS ServiceNow) to support all ITSM processes.
- Provide on-site and/or remote support for office automation and IT services across locations using DHA Enterprise supported networks.
- Ensure proper escalation of incidents when necessary, documenting support requirements in approved SLAs/OLAs.
- Establish and maintain communication processes with the DHA Global Service Center (GSC) for efficient incident resolution.
- Monitor and manage Incident Management support queues for quick resolution and escalation of incidents assigned to site-based support groups.
- Provide user assistance to resolve software, hardware, account-based, or connectivity problems that cannot be resolved remotely by the DHA GSC Tier 1 or other DHA Enterprise Support Teams.
- Establish and maintain user accounts and manage data transfers as needed.
- Notify users of planned or unplanned changes in system availability or performance.
- Monitor system performance and demand levels, ensuring efficient operation of IT services.
- Document all processes and procedures for managing and supporting DHA Readiness Systems in the DHA provided Standard Management Manual (SMM).
- Provide deskside support for LAN, WAN, wireless LAN, software, hardware, and network administration issues.
- Maintain workstation/laptop operational baselines through established processes and periodic risk reviews as required by DHA Enterprise Support Teams and DoD/DHA policies.
- Utilize DHA managed Service Management Systems (SMSs) for automated management of customer service, request management, incident management, problem management, and reporting.
- Ensure all support processes and procedures are documented and adhered to according to the SMM.
- IAT II or CCNA-Security, CySA+ (CySA+ is a CompTIA certification formerly listed as CSA+), GICSP, GSEC, Security+ CE, CND, SSCP
- CE: Associate (professional preferred) level certification for supported technology.
- Four (4)+ years of progressive experience demonstrating the required proficiency.
- Current or past DHA support experience preferred.
- Support Monday - Friday work week with occasional weekend and after-hours support.
- Must be able to lift up to 35lbs regularly
- Must be able to move about on foot to accomplish tasks, particularly for long distances or moving throughout facilities/site to site.